Complaint #337 1win Casino

1win Casino -- Tournament winning prizes

By Ruhul Amin C.

3 months ago

A tournament was held on 24/11/2025 to 24/12/2025 and the name of the tournament SPIN & WIN. In this particular tournament where I took 2nd place and the winning of that particular tournament Apple pack. In this particular tournament guidelines where clearly mentioned that winners will get their winnings within 45 days. In my case when I not get that winnings I contact with 1win support team and they provided a request appeal number SL2SD-42420. My winning registered with this appeal number. Each and every day I am asking about my tournament winning but they don't get provide any information about my tournament winning. Now they already been taken 6/7 months still that appeal number SL2SD-42420 is pending and they unable to solve the request. 2 days ago, again I asked to support chat and they raised another new appeal number which is SL2SD-78272. From last 6/7 months ,when I asked them they always provide same kind of response like, Wait, forwarded my request, Re-highlighted my request, reviewing by his team, I will receive a phone call from their team, team is working with priority basis that's the only update from 1win support team that's it. Even 1win operator side ,there is no any phone numbers where I can contact them directly and those numbers are showing in operator site, all are not available. Only chat support and vip manager mail id is available for contact that's it. The support team of 1win not finding any solutions till today. 3 months before my KYC successfully approved by 1win regarding my winnings and also told me within few days I will get my winnings. Actually they wasting time because after certain period of time crossing, the winning never be provide and also never raise any complaint what they exactly want. 1win break the rules and regulations in my case. When I won that, a call was coming from vip manager and congratulate me and told me what I exactly win and also told me the value of this prize around Rs 5,30,000.

Please ask 1win why my request appeal number SL2SD-42420 (old) SL2SD-78272 (new) unsolve after taking 6/7 months.

Disputed Casino 1win Casino

Reason Delayed payment

Amount ₹530000

Discussion

AskGamblers

• Support Team

1 week ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

mituchy111

• India

2 weeks ago

Support chat raised a request appeal number given regarding my withdrawal amount of Rs 20,000 and which is Appeal no SPP-1798077. My vip manager always provide false informations regarding my withdrawal disputed amount. 1st he told me this transaction already taken more than 3 months that's why he can't access and after that I told him this transaction exactly took 1 month 24 days than he changed and told me because of taking 1 month he unable to access. This is how vip manager misguided and always provide false informations. I send you the raised request ticket number which I got from support chat and the exact reply of my vip manager.
Gaming ID 307038306

1win Casino

• Representative

2 weeks ago

Hello,

Thank you for the detailed information and all the documentation provided, including your bank statement and UTR/RRN confirmation. Your case is still being reviewed by the relevant department.

We understand your frustration with the inconsistent responses so far, and we'll follow up as soon as we have a substantive update on the status of this withdrawal, as well as the two tournament winnings you mentioned.

mituchy111

• India

2 weeks ago

I want to tell you about my withdrawal amount of Rs 20,000 which was made on 24th July 2026. This amount still not credit in my bank account and also not even return in my gaming ID. I already raised a complaint against my withdrawal account of Rs 20,000 to my vip manager. This withdrawal amount showing successful in my transaction history of my gaming id but not credit in my bank account. After that I raised a complaint against this particular withdrawal amount to my vip manager and after that he shared with me UTR number or RRN number and told me against this number transaction showed successful. But I shared with him my bank account statement and this is not sufficient for him .He need bank response with mention utr number after that I sent him bank response with mentioned utr number. Now he told me this transaction already taken more than 3 months so he can't access anymore. After that I told him this transaction not taken 3 months or more ,the exact time taken 1 month 24 days. When he saw my reply suddenly he changed and after few minutes he told me he can't assess because this transaction already taken more than 1month. Now you tell me why 1win support team always misguided and provide false informations. This is way support team of 1win doing after taking certain period of time they can't assess even they don't know how they talk, when they talk and each and every moment they change. This is the way they treat with customer money. I send you the exact reply which I got from my vip manager and send every details of this withdrawal amount of Rs 20,000. My bank account statement from 15th July 2026 to till the date, bank response with mention UTR number or RRN number and the response from my vip manager regarding my withdrawal amount. This is way they misguided regarding my 2 tournament winnings 1st cash amount of Rs 90,000 and 2nd cash amount of Rs 20,000. They already taken my 2 tournament winnings which is still pending from last 9 months and they every details already found but treat like they are doing their best. They want I feel frustrate and never ask anymore about my tournament winnings after that they can easily take all the winnings and now it comes in withdrawal amount. After providing all necessary details now they told me more than 3 months already taken they can't access and when I mentioned the exact time period of my withdrawal like 1 month 24 days, after saw this reply from my side now they changed and told me 1 months already taken because of this reason he can't assess. This is how they provide false informations misguide now after read my text you understand what exactly happening with me withi my 2 tournament winnings and now withdrawal amount. This is the way 1win support team work and false informations accordingly.
Gaming ID 307038306

1win Casino Complaint Stats

Resolved 133 / 137

Avg. Amount $526

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

1win Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 76 out of 80 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

1win Casino Complaints

See all complaints for this casino

Repeated withdrawal cancellations and delays

I am submitting a complaint regarding repeated withdrawal failures on my 1win.com account.

I have approximately $20,000 in total between my gaming balance and withdrawal requests. I have made multiple attempts to withdraw my funds through Interac e-Transfer, but several withdrawals have been cancelled or rejected and returned to my gaming balance.

I have contacted customer support numerous times. I have repeatedly been told to wait 24 hours, that my requests have been escalated to specialists, and that the issue is being reviewed. Most recently, support advised me to wait for an email from the security team, but my withdrawals continue to be cancelled.

I am requesting that 1win provide a clear written explanation for these cancellations, identify any verification requirements that remain outstanding, and process the legitimate withdrawal of my remaining balance.

I can provide screenshots of my account balance, withdrawal statuses, and customer support conversations as evidence.

71h left

$20,000

Uncredited deposit and recurring multi day payment holds

I am filing this complaint against 1win Casino regarding an uncredited deposit under support ticket SPP-1918084 and a systematic pattern of unannounced multi-day payment holds on my account.

On September 24, 2026, I initiated a deposit transaction. The funds were successfully debited from my personal bank account, but the payment failed to credit to my 1win player balance. I immediately opened an appeal and submitted complete verification documents, including official bank transfer statements proving that the money successfully left my account.

Despite providing all required proof, my deposit remains missing after more than 48 hours. When contacting support and my assigned personal manager, I receive only generic, automated responses stating that the standard processing timeframe is up to 72 hours or that specialists are working on it, without providing any concrete updates or timeline.

This is not an isolated incident. Every time I make a deposit on this platform, the funds are repeatedly delayed and held for 3 to 6 days before being credited. During previous occurrences (e.g., ticket SPP-1738081), the funds were eventually released without any request for additional verification or explanation of a genuine error, indicating an unnecessary delay mechanism rather than a standard verification process.

Holding user funds for days after a confirmed bank transfer without clear justification or resolution is unacceptable. I am requesting that AskGamblers intervene to assist in:

Immediate manual processing and crediting of my pending deposit under ticket SPP-1918084.

A formal explanation regarding why my account experiences recurring 3 to 6 day deposit holds on valid transactions.

19h left

Deposit not credited since last week

ID 367295462

On two separate occasions, I made deposits, and the amounts were successfully deducted from my payment method. However, both transactions were subsequently shown as “Cancelled” in my 1win account, and the funds were not credited back to my account.

I contacted 1win Support and submitted appeals regarding both transactions. The appeal/ticket numbers are:

* SPP-1842627

* SPP-1823473

I have already provided the necessary information and evidence to 1win, including proof that the amounts were deducted. However, approximately 72 hours have passed without receiving a proper resolution or response regarding either transaction.

I am therefore requesting assistance in resolving this matter and recovering the two amounts that were deducted from me.

I can provide screenshots and transaction/payment confirmations showing the deductions, as well as screenshots of the cancelled transactions and my communication with 1win Support.

I would appreciate it if AskGamblers could review my complaint and assist me in obtaining a clear resolution from 1win.

Thank you for your assistance.

18h left

ج.م.‏700

1Win Withdrawal Pending for 10 Days

Title: 1Win Withdrawal Pending for 10 Days – Still No Payment

I am a VIP member of 1Win, and my withdrawal has now been pending for 10 days.

My User ID is 68833401.

Despite my VIP status, I have contacted 1Win customer support many times, but I keep receiving the same response telling me to wait. I have not been given a clear explanation for the delay or a specific date when my withdrawal will be processed.

After 10 days, I still have not received my money.

I am asking 1Win to process my pending withdrawal and release my funds as soon as possible.

If the payment is completed, I will update this complaint and confirm publicly that the issue has been resolved.

65h left

TL35,000

Withdrawal shows successful but not received

I withdraw ₹5000 from 1win but not received any funds with in 1win transaction history shows successful. It’s more than 4 days they are not responding and give money. Everytime they say wait and afterwards another one come and said same thing. I already give them everything as said and I created appeal. It’s give me ticket for my issue and then after 1hours ticket showing it’s successful and resolved but in reality nothing has happened. I didn’t getting any thing. I give them bank statement screenshot they ask for PDF and then asked for screenshot very frustrating

GAME ID :-

ID 71165560

65h left

₹5,000

Missing Instant EFT Withdrawal Unresolved for Over 7 Days

On 15 September 2026, I initiated an Instant EFT withdrawal of R500 to my Capitec Bank account from my 1win profile

On 1synchronous status displays "Successful", but the funds have never reflected in my bank balance.

I verified this with Capitec Bank's clearing department; after searching their incoming system using the reference number provided, Capitec confirmed that no incoming transaction instruction exists on their backend.

I have submitted multiple internal support tickets with 1win, but they have remained stuck in 'In Progress' for over 72 hours without any meaningful update or finance trace.

Attached are my official Capitec bank statement covering 15 September 2026 to present proving non-receipt, alongside screenshots of the 1win cashier screen and my open support tickets.

90h left

R500

Unpaid withdrawal only paid 20 AZN out of 86 AZN total

Dear AskGamblers Team,

First of all, I would like to express my sincere appreciation to AskGamblers for being a beacon of fairness, transparency, and player protection in the online gambling industry. I am reaching out to you today, trusting your objective approach and professionalism in resolving player disputes.

I am requesting your assistance regarding an unresolved withdrawal issue with 1win Casino:

1. Date of Request: On September 16, 2026, I submitted a total withdrawal request for 86 AZN.

2. Partial Payment & Status Mismatch: Out of the 86 AZN, I received only 20 AZN. The remaining 66 AZN has not been paid. However, the transaction status in my casino account cabinet incorrectly displays as "Successful".

3. Customer Support Contacts: I have contacted 1win live support a total of 12 times regarding this issue.

4. Unfulfilled Promises: On 4 separate occasions, support representatives created internal inquiry tickets and assured me the issue would be resolved within 24 hours. Despite these explicit promises, no progress has been made to date.

I have all the necessary evidence available, including bank account statements and complete screenshots of the live chat conversations.

I kindly ask the AskGamblers team to accept this case for review, initiate an official dispute with the operator, and help me recover the remaining balance of 66 AZN.

Thank you very much for your time, attention, and support.

Best regards,

Elcin1964

ID: 350796700

Resolved

ман.66

Two withdrawals totaling CLP 6000000 still under review

I am submitting this complaint regarding two pending withdrawals from my 1win account totaling CLP $6,000,000.

Both withdrawals were requested on September 18, 2026 at 17:44:

Withdrawal 1: CLP $1,500,000
Withdrawal 2: CLP $4,500,000
Total: CLP $6,000,000

Both transactions have remained in the same status: “Under review – Transferring payment for processing.” More than 48 hours have now passed without the withdrawals progressing to the next stage or the funds being paid.

I contacted 1win support requesting a clear explanation regarding the delay. However, instead of addressing my pending withdrawals, I received a generic response stating: “Your game account is working normally.”

This does not answer my complaint. My account functioning normally is not the issue. The issue is that CLP $6,000,000 in withdrawal requests remain under review without a clear explanation or payment date.

I am fully willing to cooperate with any legitimate verification procedure required by 1win. If additional verification or documentation is required, I ask 1win to clearly inform me what is needed and provide me with a secure method to submit it.

I respectfully request AskGamblers' assistance in obtaining:

Processing and payment of my two pending withdrawals totaling CLP $6,000,000.
A clear explanation from 1win regarding why both withdrawals have remained under review.
Confirmation of whether any verification or documentation is required from me.
A concrete update regarding when my withdrawals will be processed.

I am attaching screenshots showing both withdrawals, their amounts, creation date and time, and their current “Under review” status. I am also attaching the response received from 1win support.

Thank you for your assistance in resolving this matter.

18h left

$6,000,000

Payment not received and bank transfer security code never arrived

I am filing a complaint regarding a delayed/failed withdrawal from 1win.

1win processed my withdrawal by bank transfer, but the transfer was never successfully received in my bank account. The security code required by the bank to accept/complete the transfer was never sent to me. Because I never received this code, I was unable to accept the transfer.

The funds have therefore never reached my bank account, even though the withdrawal was processed by 1win. I have contacted 1win regarding this issue, but the problem has not been resolved and I still have not received my money.

I am requesting that 1win investigate what happened to the transfer and either resend the payment correctly or return the funds to my 1win account so that I can withdraw them through an available method.

I can provide screenshots and other evidence showing the withdrawal status, my communications with 1win, and the issue with the missing security code.

Resolved

$300

Unprocessed withdrawals 20000 GEL

I requested two separate withdrawals of 10,000 GEL each (Totaling 20,000 GEL) from my 1win account (ID: 376237909). More than 4 days have passed, and both transactions remain stuck in "Processing" status.

When I contacted live support, they claimed the issue was on the bank's side. However, when I emailed their security team demanding valid ARN/RRN codes or official transaction receipts, they sent a generic automated template saying "Your account is working normally" and ignored my financial requests.

No transaction proof (ARN/RRN) has been provided to prove the money ever left 1win. I request 1win to immediately process both 10,000 GEL withdrawals or provide verifiable ARN transaction reference codes for my bank.

Resolved

GEL20,000